This page provides information on person-centred visiting in our mental health wards. Information about visiting in all other areas can be found on our Person Centred Visiting page.
Frequently Asked Questions
If you are the person in hospital
On admission to the ward, you will be asked about your preferences for visitors. Your family and/or significant others can also contribute to this. We will record this on a visiting form which will be kept with your care plan.
Can my children visit?
The importance of maintaining family connections with your children, when you are in hospital, is important. We will discuss this with you and your family at admission and during your hospital stay. Where possible, we will facilitate visits in a designated family area.
If you are the visitor
We have no set visiting times. This means you can be here to support your family member or friend at any time during the day. Please discuss with your family member or friend what they would like in terms of visits and what times would work best for you both, then talk to ward staff about your plans.
There may be times when visiting takes place in a communal area or visiting room, the nursing staff will advise where visiting is offered in each ward.
Should you need to access an area out with the dedicated visiting area, please speak to the nurse in charge.
Can I visit during mealtimes?
In those Mental Health wards where visiting can only take place in dining rooms, family support during mealtimes will be discussed and agreed as part of individual visiting and care plans, in conjunction with the individual, the people who matter to them and staff.
As a visitor, what safety measures do I need to follow?
To ensure a safe environment and that of yourself and others, please discuss with the nurse in charge what is safe and not safe to take into the ward. Examples of items not deemed safe are glass bottles, knifes, medications and plastic bags. Any electrical equipment should be handed into staff to be safety checked.
Can I take my family member out of the ward when I visit?
We recognise the benefits of having the opportunity to spend time with those visiting away from the immediate ward. However, there may be times when this is not possible. Please discuss this with the nurse in charge, and always let the nurse in charge know when you are going out of the ward with your family member.
Returning following time off the ward with family member
It is important for staff to know when patients have returned to the ward. This ensures that staff maintain overall safety and activity on the ward, and allows staff to plan therapeutic engagement. In addition, this provides family members with the opportunity to feedback to staff on how the visit has gone and ask any questions regarding this.
Welcome to the Ward / Department posters are in place at all ward/department entrances to provide at-a-glance essential information for visitors to the area.
This page provides information on person-centred visiting in our maternity wards. Information about visiting in all other areas can be found on our Person Centred Visiting page.
Important considerations when visiting our Maternity Wards
Women, new mothers, and newborns staying in our maternity wards need a calm and peaceful environment. Babies need time to get accustomed to being in the world, to establish feeding, and to bond privately with their parents. In response to valuable feedback from women and their families, we ask that you help us to achieve this by:
being considerate and respectful of the needs and preferences of everyone on the ward
If you are a Partner/Key Supporter, you are welcome to visit the wards from 8:00am to 10:00pm, including during mealtimes.
Please see the Key Information below for additional information that is relevant to you during your visit.
All Other Visitors
All other visitors are welcome to visit during the following visiting hours:
10:00am to 12:00pm; 2:00pm to 5:00pm; 6:00pm to 8:00pm.
Wards are closed to visitors from 12:00pm to 2:00pm, to allow meal and rest periods for women staying on the wards.
We ask that there are no more than 2 visitors at a time. Visitors must be over the age of 16, unless they are siblings of the baby.
Please note, there may be times when we ask you to leave the ward temporarily. This is to ensure the privacy, safety, space and rest for women and babies in our care.
Key Information for Women and their Partners/Key Supporters
Attending antenatal appointments, scans, triage/maternity assessments or day care visits
Women attending any appointments can bring up to two support people, of their choice, with them to appointments.
We encourage people not to bring their other children to these appointments.
During labour, birth, and the immediate period after birth on Labour Suites or Alongside Midwife Units (AMUs)
Women admitted to the Labour Suites or Alongside Midwife Units, are able to have up to two support people, of their choice, with them.
Are overnight stays possible for Partners/Key Supporters
In response to valuable feedback from women and their families, overnight stays for Partners/Key Supporters are only possible in single-bed side rooms, and the woman or baby have particular needs.
We do not allow overnight stays in multi-bedded bays.
Who is able to access a side room during their stay?
Each ward has a small number of single-bed, en-suite side rooms. Most of our antenatal and postnatal beds are in four-bedded bays. Senior Charge midwives will make a decision as to who can access a single-bed side room during their stay, based on the following criteria (NB. this is not an exhaustive list):
Experiencing a loss or bereavement
Their baby is preterm, or unwell, and not able to be with them
Their baby is preterm, or they have twins, and are needing additional care whilst on the postnatal ward
Their psychological interventions require someone to stay overnight
The social care team has advised someone to stay overnight
They will be staying on the ward for an extended period of time
What Matters to You Day annual reports provide an overview of activities held throughout NHSGGC, including local activities, seminars, and social media engagement. Current and historic copies of What Matters to You Day annual reports can be accessed via the links below.
What Matters To You (WMTY) Day Seminar Recordings are a collection of presentations that have been shared across previous years during WMTY Day, to highlight the application of meaningful WMTY conversations in different contexts of care and practice. Below you can find links to recordings of each of the seminars.
2024
What Matters to Us – Being an Unpaid Carer
Jenny Watt, the HomeFirst Design & Implementation Manager discusses what matters to staff who also have a role as an unpaid carer.
Staff Care Matters – Spiritual Care Team
The NHSGGC Spiritual Care team share a presentation on how we feel when we are in touch and out of touch with what matters.
What Matters to You? Charge Up or Change Up
Shaun Maher, Strategic Advisor for Person Centred Care and Improvement, Scottish Government, provides insight into why we have WMTY conversations along with a reminder of the principles of person centred care.
You Make a Difference (Intelligent Kindness) – Tommy Whitelaw
Tommy Whitelaw, the National Lead from Person-Centred Voices, shares personal experience of what mattered when providing a caring role caring for his mother.
Support and Information Services – Hospital Cost of Living Mitigation Projects
Gillian Harvey, Health Improvement Lead (Acute) in NHSGGC, shares a presentation on the Support and Information Services, the cost-of-living mitigation project and how these matter to people.
Realistic Medicine Value Based Care
Dr Jude Marshall, Primary Care Clinical Lead for Realistic Medicine in NHSGGC, discusses WMTY and value-based healthcare.
Beyond Compliance – Creating services that are fair for all
Al Low, Planning and Development Manager in the NHSGGC Equality and Human Rights team discusses the importance of creating services which are fair for all.
Hope – Mental Health Network Seminar
Ann Jones and Gordon McInnes provide insight into the work of the Mental Health Network and why WMTY conversations matter.
2023
What Matters to You? An Overview
Maureen McDowall from Healthcare Improvement Scotland opened our week of lunchtime seminars on What Matters To You Day? 2023 to give an overview of what What Matters To You? really means.
Understanding and Supporting Unpaid Carers
Anticipatory Care Programme Manager, Jenny Watt led this lunchtime seminar on how best to understand and support unpaid carers.
Keep Being You at End of Life
Elaine O’Donnell and Sharon Lambie from Palliative Care led this seminar on the topic of “Keep Being You at End of Life”
How WMTY Can Help Us Achieve Value-Based Health and Care
Realistic Medicine Lead, Judith Marshall led this seminar on the topic of “How WMTY Can Help Us Achieve Value-Based Health & Care.
Getting to Know You
Christine Steel, AHP Consultant for Dementia, led this seminar of the topic of the “Getting to Know You” document.
Anticipatory Care Planning
Jenny Watt, Anticipatory Care Programme Manager, led this seminar on Anticipatory Care Planning- Helping Everyone Know What is Important.
Why Conversations About What Matters, Really Matter
Jen Rodgers, Deputy Nurse Director, and Shaun Maher, Strategic Advisor for Person Centred Care and Improvement, closed WMTY Week 2023 with this seminar on why WMTY conversations really matter.
If you have any further questions on the topics in these recordings, please contact the Person Centred Health and Care team at ggc.person.centred@nhs.scot
What Matters To You (WMTY) Day Case Studies are a collection of stories that have been shared across previous years during WMTY Day, to highlight the experience and importance of having meaningful WMTY conversations in different contexts of care and situations. Below you can find links to a variety of What Matters To You Day case studies.
2025
The Perioperative Journey at New Victoria Hospital DSU
This video highlights how the New Victoria Day Surgery Unit (DSU) supports their patients through each stage of their perioperative journey, focusing on what matters most to them and delivering personalised care every step of the way.
2024
Dawn and Danielle’s Story
Dawn shares how her experience of a WMTY conversation with staff at the Beatson West of Scotland Cancer Centre allowed her to stay with her daughter Danielle, while she was receiving her treatment. By sharing what mattered to her, hospital staff understood that receiving a cancer diagnosis is not always the biggest anxiety people have.
Moya’s Story
In this story, Dr Moya Clancy shares that what matters to her is to ensure the people in custody have access to the same range of services as people in other settings.
Andy’s Story
In this story, we hear from Andy, an inpatient in Larkfield 4, who shares how he felt encouraged, reassured and listened to by Staff Nurse Elisa and the homeless team, who managed to get Andy a new house, in the area he wanted to live in.
Netherton Story
In this story, we hear from Graham, a charge nurse within Netherton, who reminds us of the importance of having what matters to you conversations as a means of getting to know the people we care for and how this can improve their overall health and wellbeing.
Leverndale Hospital Ward 3A Story
In this story, we hear from Charge Nurses Shannon and Emma from Ward 3A at Leverndale Hospital. Shannon and Emma talk about the importance of having WMTY conversations and how this not only gives them better insight into what is important to the people they provide care to, but also allows them to tailor care to meet everyone’s needs in a more person-centred approach.
Karen’s Story
Karen shares her experience when her operation did not proceed as planned, the impact this had on her and how having WMTY conversations with the staff involved in her care, really made a difference.
Kristin’s Story
In this story, we hear from Kirsten, who shares how having WMTY conversations with her nursing team while she was an inpatient in Renal Ward 4A at the Queen Elizabeth University Hospital, allowed for her care to be individualised to better meet her needs.
Helen’s Story
In this story we hear from Helen, a Staff Nurse from HMP Lowmoss, and the “Well Person Service” that aims to ensure people living in prison are provided with information and support about their chronic condition or illness, to support them in self-managing this to the best of their ability, where possible.
Royal Alexandra Staff Video
In this short video, we hear from a wide range of staff at RAH, about what matters to them and what makes a good day at work.
2023
Emma’s Story
In this short video, Emma explains how staff from ward 5a, Diabetes, at the Queen Elizabeth University Hospital had a What Matter’s to You conversation with her and how this helped her feel better during her stay.
Tauseeb’s Story
Tauseeb shares with us of the support he received from the team at the Royal Hospital for Children, who arranged for an in-person interpreter to be present when he attended appointments with his child, and of the difference this made to him.
Kathleen’s Story
Kathleen tells us why having a meaningful conversation with Hannah and Kirsty really helped her meet her aim and how they supported her to do this.
Jan’s Story
Jan explains to us why What Matter’s to You conversations are as important to carers, as they are to the people being cared for.
Kirsty’s Story
Kirsty tells us how, by having a What Matter’s to You conversation, with a patient, in ward 2, Glasgow Royal Infirmary, this helped her gain a better understanding of what was important in her patient’s life and the steps she took to help with this.
2022
Brooke’s story
In this story, we hear from Lorna, Senior Charge Nurse PICU, Brooke and her mom Paula, and learn about the importance of Brooke’s dog Jura, in easing her anxiety around hospital care.
Jen’s story – Leverndale Hospital
Jen tells us how she worked with Jenn, the Patient Activity Coordinator in Leverndale Hospital, to coproduce a leaflet after sharing her experience of isolating in hospital due to COVID:
Lillian’s story – Hunterhill Care Home
Maria talks to us about the difference made to Lillian’s quality of care, after involving the people who mattered to her:
Jen Rodgers’ Top Tips for WMTY conversations
Jen Rodgers, Deputy Nurse Director – Corporate and Community, explains more about What Matters To You day, and shares her top tips for having WMTY conversations, based on years of talking to people about what matters to them:
Marisa’s story – Royal Hospital for Children
Marisa talks about why it is important to have meaningful conversations with everyone – those receiving care, their families, and staff:
Patient Hub is an online portal providing you with information relating to your care, all at the click of a button. It can be accessed securely using a smartphone, tablet or computer.
Once fully operational, Patient Hub will be able to provide you with:
Details about your hospital appointments
Results of certain tests
Send health questionnaires to complete ahead of appointments
Send information relevant to your care
How to access Patient Hub
Watch the video below to find out how to access Patient Hub and how to find your way around it.
How we tell you about your outpatient clinic appointments is changing and you will be able to access appointment information through Patient Hub. This will allow you to receive a notification and view, request to rebook or cancel your hospital appointment online using your smart phone, tablet or computer.
If we have a mobile phone number and/or email address for you, you will automatically have access to the service. You can help us by providing your up-to-date contact details at your next hospital or GP appointment. Then, rather than receiving appointment letters by post, you will be sent a text message and/or email which includes a personalised link to Patient Hub, where you can access your information. If this link is not accessed within three days, letters will be sent to you by post.
Accessing appointment letters online has real benefits; all of your appointment details will now be at your fingertips or touch of a button. You can even add the details to your online calendar.
Moving to an online resource will also save the NHS money through reducing postage and printing costs. It will also reduce the amount of paper used which is kinder to the environment.
How do I access Patient Hub?
The hospital will send you a link by text message, email or you can log in on the Patient Hub website.
You’ll be asked to enter your mobile number or email address and your date of birth.
You will then be sent a 6-digit authentication code by text message or email.
Enter the 6-digit code. Please be aware the authentication code will expire in two minutes and 30 seconds.
Then you are securely logged into Patient Hub.
Test Results
There are certain test results that we can send to you through Patient Hub. This will enable NHS Greater Glasgow and Clyde to improve patient contact and is a more convenient way to get your results e.g., HIV Viral Load.
Questionnaires
Patient Hub allows us to send questionnaires electronically which you can complete on-line. We may do this to gather important information prior to an appointment, for example a Pre-Op Assessment Questionnaire, to ask for your opinion on your experiences, or simply to provide you with information.
Waiting List Validation
This service is to enable NHS Greater Glasgow and Clyde to improve patient contact with regard to your status on the waiting list and also allow you to let us know about any changes in circumstances via Patient Hub.
There is a list of preset questions which will assist us in confirming your waiting list status and an additional option is included if you wish to request that we call you to discuss your appointment further.
This is intended for patients who require further information prior to confirmation of an appointment. This option should NOT be selected for general advice.
FAQs (Frequently Asked Questions)
Why am I being offered this new digital appointment notification service?
Following patient feedback and in order to provide a more streamlined, patient centred service, we are offering more communication choices to our patients. One of the ways we are doing this is through the digital appointment service, which will enable you to have all of your appointment information in one place.
We are also committed to taking appropriate steps to increase our efficiency and sustainability. As part of our Net Zero (carbon neutral) promise, we are reducing printing and postage wherever possible.
What if I don’t have a smart phone, tablet or computer?
The initial link needs either a smart phone, tablet or a computer. If you do not have a smart phone, you can receive the link and authentication code in an email. If you don’t have a smart phone or computer, don’t worry, you will continue to receive your appointment letter in the post, together with all the other information you need.
What information will I get from Patient Hub?
Patient Hub allows you to view all your appointment details and letters in one location, giving you the ability to view, request to rebook or cancel your hospital appointment. It will provide everything you would normally receive in the post.
Do I need to create a Patient Hub account?
No, the hospital will create the account for you if you have a mobile number or email address on your patient record. You can help us by making sure we have your up-to-date mobile number or email address by giving this to us at your next hospital or GP appointment.
Do I need to download the Patient Hub as an app from the App store or Google Play?
No, there is no need to download anything. When the hospital sends your first appointment notification to you, it will include a link. Patient Hub is a web page that you can access at any time. For easy future access, you can also save this link as a favourite. For added security, each time you sign in, you will also be sent a new 6-digit security code. There is no need to remember a username and password.
What happens if I want to opt out, or still want to receive a letter in the post?
To opt out, click the link in your text message or email. Select the Profile tile to change your contact preferences (see below). Untick SMS and Email to opt out completely. You will still receive appointment letters and information through the post if you opt out.
How secure is Patient Hub?
Patient Hub uses two factor authentication. You begin the login process by giving us some personal information known to you – your mobile number or email address and your date of birth. To complete the log in process, you will be sent a 6-digit security code by text message, or by email. This code can only be used once. The next time you log in, you will get a new 6-digit code. The code is valid for 2 minutes and 30 seconds.
How do I know my patient data is secure?
Your data security is taken seriously within Patient Hub. These are some of the measures Patient Hub uses to secure personal data.
All patient data is encrypted and securely stored in UK HSCN accredited datacentres.
You access your own data securely after using multi-factor authentication. After you log out, your session with Patient Hub ends, any non-essential personal data is purged from the Patient Hub public interface.
Do I need to securely log in each time I access Patient Hub?
Yes, it is important to keep your data secure.
Can I only use the link they send me in the text message or email to access it?
You can access information on Patient Hub whenever you have access to your phone, tablet or computer. Simply use the link in the text message or email, you have been sent, or from this website.
Is the link always the same?
Yes, the link to your account will stay the same, so you can go back to any text message or email, for example, every time you are notified about an appointment, you will get a reminder of the link. If you want to go back into Patient Hub, just use that link. Or, for easy future access, your device should allow you to save the link as a favourite.
What happens if I do not respond to the text message link or authentication code I receive?
If you do not respond to the text message or email link within three days, your letters will be posted to you.
How do I access Patient Hub if I have accidentally deleted the text message from my phone?
If you added your appointment to your diary, there is a link within the reminder and a link on the hospital website that directs you to Patient Hub.
How will I get my appointment information?
You will get a text message or email with a link. When you click through to Patient Hub you’ll see the appointment tab on the first page. Click on ‘Appointments’ to see information on your current appointments and their status. From here, you can request to rebook or cancel your hospital appointment.
Can I change my appointment?
Yes, you can request to rebook or cancel your hospital appointment.
If you request a rebook or cancel your appointment, someone from the appointment booking office will contact you within two working days.
Can it help me with a diary reminder?
Yes, you can click on a diary button to insert a reminder into your smart phone or computer calendar.
When do I receive an SMS notification?
When an appointment is booked or cancelled on the Boards’ patient administration system, you will receive a notification in the next 24 hours.
Depending on whether you login and view your appointment or not, you may receive up to two notifications to login and view your appointment, read your letter and any further information.
These notifications are sent on consecutive days.
If you log in after the Initial notification, the system will stop sending you any further notifications for the appointment.
Please log in within this time frame, to view your appointment and letter. This will avoid us sending out a letter to you in the post.
I clicked on ‘rebook’, but I haven’t had a call back yet
The hospital booking team will attempt to call you back within two working days. If you haven’t heard from our team, please call the number as it appears on your appointment letter.
I cancelled my appointment using Patient Hub. How do I know it has been cancelled?
You will receive call back from the hospital booking team confirming your cancellation.
What happens if I cannot access my appointment information?
If you cannot access your appointment information, this will be sent to you by post.
Will all my appointment letters be sent using Patient Hub?
Yes, as services are brought on-line, all letters and other additional information will be sent via Patient Hub. You can read them as often as you like.
What if I have more than one appointment?
You will be able to see your appointments in Patient Hub as services are brought on-line. You can view, request to rebook or cancel each hospital appointment individually.
Can I look back at previous appointments?
Yes, your previous appointments are viewable within the appointment history.
The Home for Lunch checklist
NHS Greater Glasgow and Clyde supports patients to be discharged before noon and ‘Home for Lunch’. This involves, alongside their families, carers, and friends, making the necessary arrangements to help them return to the comfort of home the morning of their scheduled discharge.
The ‘Home for Lunch’ initiative asks patients, families, and loved ones to use the following checklist:
Share any concerns you might have about discharge with the team looking after you
Arrange transport ahead of time if required
Make sure you have theright clothes to travel
You will likely leave the hospital from the discharge lounge. Make sure those collecting you know where this is
Check you have access to your home, including any keys
Try to prepare essentials back home, such as food and heating
If you haven’t already, look to set up Power of Attorney for welfare matters. Find out more here.
By working together with the ward team and doing as much preparation ahead of time as possible, we can ensure you leave before noon and are ‘Home for Lunch’.
Please speak to your nurse with any questions about your discharge, including weekend options.
You can access ward contact numbers across our hospitals here
Why is Home for Lunch important?
There are a number of benefits of a pre-noon discharge.
For patients being discharged:
You don’t need to wait around any longer than necessary
It’s better for your health – particularity if you are older
You can make use of our discharge lounges (where available) while you wait
You get home to a more comfortable environment.
For other patients:
The earlier we can free up a bed, the quicker we can treat new patients. Each early discharge means four more patients will benefit
An Acute Medical Unit (AMU) patient can be moved up to the ward for specialist care
An A&E patient can move into our AMUs for a rapid medical assessment
An ambulance patient waiting in an ambulance can be transferred to the A&E for appropriate emergency care
An ambulance is freed up to respond faster to another patient in the community.
Information on our discharge lounges
NHSGGC currently has discharge lounges available at the Queen Elizabeth University Hospital, Glasgow Royal Infirmary and Royal Alexandra Hospital.
These areas provide a safe and comfortable space for patients ready to go home. Fully staffed and made easily accessible so patients can be picked up by carers or organised transport, you can contact the discharge lounges below:
Your ward team will make suitable arrangements for pickup from the ward or one of our socialisation spaces.
‘What Matters to You?’ (WMTY) Day is an annual celebration of putting people at the heart of their care or support. This is an international movement, held on or around 6 June each year, with many countries around the world participating. It promotes and encourages everyone to have meaningful WMTY conversations between people. This is because WMTY conversations empower people to be involved in decisions about their own health and care, greatly improving their outcomes.
Within NHSGGC our aim is to promote the importance of having WMTY conversations every day. Asking WMTY is easy and involves three simple steps:
Ask What Matters;
Listen to What Matters;
Do What Matters.
What are the benefits of WMTY Conversations?
WMTY conversations help in a number of ways, including:
empowers patients to be involved in decisions about their care
improves outcomes
builds trust and strengthens relationships between patients, families and healthcare staff
shows respect for people’s views, choices, preferences and beliefs
How do I get involved?
To help you get the best possible outcome, we need to understand the things that are really important to you. This could be something very specific or something more general. Here are some examples of the types of things people talk about:
“It’s really important that my granddaughter is involved in discussions about my support. She is the main person in my life!”
“I can’t focus on my therapy because I’m so worried about who is looking after my mum while I’m in hospital”
There is no wrong answer to this question – it’s all about what is most important to you. Speak to staff about what matters to you, or tell us about your experience on Care Opinion.
The Care Experience Improvement Model (CEIM) is a simple framework that supports health and social care teams to make improvements directly from feedback in a person-centred way. By taking a conversational and quality improvement approach, teams can reliably develop, embed and maintain a process and culture to systematically identify and make meaningful improvements based on the feedback of people who use their services.
NHSGGC has a track record of improving health and care services.Quality Everyone Everywhere sets out a clear vision for how we will work together across all areas of service to ensure people experience high-quality, individualised, person-centred care.
The Person Centred Health and Care Team work with healthcare staff to make meaningful improvements to the quality of care and services. We do this using the Care Experience Improvement Model to listen and act on feedback from the people who use and work in our services, and those who matter to them.
If you are a member of a clinical team and interested in learning more, please email ggc.person.centred@nhs.scot
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